Booking Terms & Conditions

1. Your contract with us

Veloura Ceylon Travels (“Veloura”, “we”, “us”) is a travel brand of LankaNova Digital Solutions, Colombo, Sri Lanka.

When you request a trip on the website or app, you make an offer to book. The contract begins when we confirm the booking in writing and receive your deposit. The person who makes the booking (the “lead traveller”) accepts these terms for everyone on it and must be 18 or over.

2. Deposit and balance

• A deposit of 20% of the total trip price is due to confirm your booking.
• The balance is due no later than 30 days before your arrival date. For bookings made within 30 days of arrival, the full price is due at booking.
• If the balance is not paid on time, we may treat the booking as cancelled by you and apply the cancellation charges.
• Online card payment through PayHere is coming soon. Until then, we will send you secure payment instructions after confirming availability.

3. What the price includes

Each tour page lists what is included (for example accommodation, private car and driver-guide, and some entrance fees). Anything not listed — international flights, visas, travel insurance, tips, most meals, personal expenses and optional activities — is not included.

We will not raise the price of a confirmed booking except for changes in government taxes, park or site entrance fees, or fuel costs that happen after confirmation. If such a change increases the price by more than 10%, you may cancel with a full refund of what you have paid.

4. Your responsibilities

• Hold a passport valid for at least six months after arrival and a valid Sri Lanka Electronic Travel Authorisation (ETA) or visa.
• Take out travel insurance covering medical treatment, repatriation and cancellation. We strongly recommend it and may ask for details.
• Tell us before booking about any medical condition, disability or dietary need that may affect the trip, so we can plan for it.
• Follow the reasonable instructions of our guides and drivers, local laws and the rules of temples, national parks and heritage sites (including dress codes and photography rules).
• You are responsible for your own belongings and for any damage you cause to vehicles, accommodation or property.

We may end the trip of anyone whose behaviour endangers others or seriously disrupts the trip, without refund.

5. Changes

If you want to change dates or the itinerary after confirmation, we will try to help. Changes depend on availability and may carry a fee plus any extra cost charged by hotels or suppliers.

Sri Lanka travel sometimes needs adjustment on the day — roads, weather, festivals or site closures. Our driver-guides may reorder or substitute visits of similar value to keep your trip running. If we have to make a significant change before departure, we will tell you promptly and you can accept it, choose an alternative, or cancel for a full refund.

6. Hotels and other suppliers

Hotels, safari jeeps, trains, domestic flights and other services on your trip are provided by independent suppliers under their own terms. We choose them carefully and will do our best to resolve any problem with them, but we are not responsible for their acts or omissions except where we have been negligent in choosing or supervising them.

7. Events beyond our control

We are not liable for failure or delay caused by events outside our reasonable control, including extreme weather, floods, landslides, earthquakes, tsunami, epidemic or public-health orders, strikes, fuel shortages, civil unrest, terrorism, government action or airport closures.

If such an event forces us to cancel before departure, you may choose a credit for a future trip or a refund of what you paid, less costs already paid to suppliers that we cannot recover. Extra costs arising during a trip (for example extra nights) are payable by you or your insurer.

8. Our liability

We will provide the services we have confirmed with reasonable skill and care. To the extent the law allows, our total liability for any claim relating to a booking is limited to the price of that booking, and we are not liable for indirect loss, loss of enjoyment beyond the trip price, or loss caused by you, a third party unconnected with the trip, or events beyond our control.

Nothing here limits liability for death or personal injury caused by our negligence, or for fraud.

9. Problems and complaints

If something is wrong during your trip, tell your driver-guide or contact us immediately on WhatsApp (+94 74 180 2124) so we can fix it on the spot. If it is not resolved, email velouraceylontravels@gmail.com within 30 days of the trip ending. We will reply within 14 days.

10. Governing law and disputes

These terms are governed by the laws of the Democratic Socialist Republic of Sri Lanka.

If something goes wrong, please tell us first — most problems can be put right quickly. If a dispute cannot be settled by discussion within 30 days, it may be referred to mediation in Colombo, and failing that, the courts of Colombo, Sri Lanka will have exclusive jurisdiction.

Nothing in these terms removes rights you have under the Consumer Affairs Authority Act, No. 9 of 2003, or any other law that cannot be excluded by agreement.